Support Maintenance Plans In addition to the award-winning resources of our support web site, Flexera offers maintenance plans that are fine-tuned to meet your specific needs. Each maintenance plan is per licensed user and allows you to submit unlimited support requests for the duration of your plan. Please contact your Account Representative or email us for more information. ** Flexera will provide technical support via telephone Monday through Friday, during the office hours from the support center closest to Licensee (except on those days designated as Flexera holidays). Products Supported  Response Times Case Updates Service Hours   Flexera One Critical: 30 minutes* High: 4 hours Medium: 4 hours Low: 4 hours Critical: Daily High: Daily Medium: Weekly Low: Weekly Local Business Hours 24x5   Products Supported   Silver Gold Platinum Cloud Management Platform Governance Optima Self Service Response Times Critical: 4 hours High: 8 hours Medium: 8 hours Low: 8 hours Critical: 1 hour High: 4 hours Medium: 4 hours Low: 4 hours Critical: 30 minutes* High: 4 hours Medium: 4 hours Low: 4 hours *May vary by contract. Case Updates Not included Critical: Daily High: Daily Medium: Weekly Low: Weekly Critical: Daily High: Daily Medium: Weekly Low: Weekly Service Hours Local Business Hours 24x5 via special phone number* *May vary by contract. 24x7 via special phone number Products Supported   Silver Gold   AdminStudio AppBroker/App Portal Columbus FlexNet Manager Suite FlexNet Manager for Engineering Applications FlexNet Manager Suite Cloud FlexNet Normalized Inventory Cloud IT Visibility IT Asset Management Software Vulnerability Manager Cloud Software Vulnerability Manager On Prem Spider Wise Script Editor Workflow Manager Response Times 16 business hour initial response on all severity levels Critical: 4 hours High: 4 hours Medium: 8 hours Low: 16 hours   Case Update Not included Critical: Daily High: Daily Medium: Weekly Low: Weekly   Service Hours Local Business Hours 24x5   Products Supported   Silver     Data Platform Foundation/Cloudscape   Response Times 16 business hour initial response on all severity levels     Service Hours Local Business Hours       ... View more

Good morning all, I hope you're well? I'm reaching out to the Community for their perspective here. As you may be aware, we can differentiate Sharepoint Server 2016 by Edition, but not the 2019 Release as of yet in the ARL. I believe this is due to Microsoft no longer utilising the identifiable information our ARL recognition rule relied upon. I have a suspicion we may be able to identify Editions based on the .swidtag files, which I found in \ProgramData\regid.1991-06.com.microsoft\ on a device with the Standard/Core Edition installed. Does anyone have Enterprise Editions installed on their domain? If so, I'd be keen for a copy of the .NDI/.swidtag data to see if we can improve our Recognition capabilities for this product -- feel free to respond on this thread, and I'll reach out to yourselves privately for this data. Kind regards and thanks, Jack Flexera Support Team ... View more

Symptoms: The Web UI views - e.g. All Inventory, All Assets, All Users - are not updating when changes are being made. If we a device's Inventory Device Properties are amended,  this change is not reflected within the All Inventory view, for example. Despite this, the change is still visible within Inventory Device Properties. Diagnosis: These views not being updated may be symptoms of a FNMSPreCalcUpdate issue. FNMSPreCalcUpdate is a process that staggers update of the various Web UI views, as opposed to requesting and updating this data on request, which would be more intensive. Taking the All Inventory view as an example, instead of referring directly to ComplianceComputer (the Compliance database's main Computers table), the Grid_ComputersListModel (the view behind All Inventory) refers to Grid_ComputersListModel_PC - the precalculated view.   This extends to other views - note the following other pre-calculated views:     These _PC tables should be updated regularly and automatically as data in the supporting tables changes. In order to confirm when these were last updated, BatchProcessExecution has a record for each running of the FNMSPreCalcUpdate task for each view. As an example, the below would gather the last ten occurrences of the FNMSPreCalcUpdate task for the aforementioned ComputersListModel_PC table: (To clarify, BatchProcessTypeID 40 is the identifier for FNMSPreCalcUpdate tasks; the RawMessage should establish the views being updated for FNMSPreCalcUpdate tasks)   SELECT TOP 10 * FROM BatchProcessExecution WHERE BatchProcessTypeID = 40 AND RawMessage LIKE '%Grid_ComputersListModel_PC%' ORDER BY Submitted DESC   Note the following sample output from this query:   BatchProcessExecutionID GUID BatchProcessTypeID Submitted OperatorLogin BeaconID BatchProcessorHostname BatchProcessStatusID StartTime FinishTime Progress ReturnCode Output GroupName TenantUID RawMessage 11141 13BADA09-6DA1-4131-BBE8-A4BAFD3DDD5C 40 51:05.9 x NULL y 3 a b 100 0 NULL NULL NULL {"TenantUID":null,"HasTenantUID":false,"GroupName":null,"HasGroupName":false,"TaskID":"13bada09-6da1-4131-bbe8-a4bafd3ddd5c","TaskTypeID":40,"OperatorLogin":"x","Progress":100,"SubmitTime":"2020-07-06T05:51:05.9000397+01:00","StartTime":null,"FinishTime":null,"Properties":{"Arguments":"sync --targets Grid_ComputersListModel_PC"}}   From the above, ensure: The Return Code (assuming FinishTime is non-zero) is zero - successful The submitted, start time and finish time are regular - depending on scale of system, e.g. number of concurrent users, user activity, this should be occurring multiple times per hour   If either of the above aren't populated as in the sample table data, gather: The BatchProcessor logging - ProgramData\Flexera Software\Compliance\Logging\BatchProcessScheduler\BatchProcessor.log on the Batch Processing or Application Server The BatchProcessTask logging - ProgramData\Flexera Software\Compliance\Logging\ BatchProcessTask\BatchProcessTask.log on the Batch Processing or Application Server The SQL Server Logs - In SQL Server Management Studio, the Server > Management > SQL Server Logs > Current file   If there's no obvious failures to schedule these regular update tasks, bring this to the attention of our Support team.   Diagnosis for a Cloud instance:   While the Cloud database is inaccessible to customers, the Support team can validate the above queries on the Cloud database for the customer tenant If FNMSPreCalc delays are occurring on one tenant, ensure this is not reflected across multiple tenants; this might indicate a configuration change being required The BatchProcessor/Scheduler logs are also accessible to the Flexera Support team for the Cloud instance   ... View more

Symptoms: Our Agent is unable to download policy. When we investigate within our Installation.log: C:\Windows\Temp\Managesoft\installation.log Or Var/opt/managesoft/log/installation.log   We see the following reported:   [Timestamp] {process ID} Download failure: The revocation function was unable to check revocation because the revocation server was offline. [Timestamp] {process ID} Download FAILED for “https://Beacon/ManageSoftDL/Policies/Merged/Domain/Machine/policy.npl" Diagnosis: Copy the aforementioned .npl download URL from our installation.log Within your web browser of choice on the target device navigate to that URL To the left of our Beacon URL, select the lock icon On this drop-down, select 'Certificate' On this resulting certificate dialog, choose the 'details' tab On our 'Details' list, locate the CRL Distribution Points list - this outlines the Revocation Servers our error mentions, which distribute our Certificate Revocation List to our agent device Copy the URL for these distribution points, and test navigating to these within your web browser The Certificate Revocation Server addresses are specified within the 'URL=' values above. Solution: If the CRL Distribution Points are inaccessible from our agent device, this would explain our 'Revocation Server offline' Error - raise this with your network team to rectify, ensuring this URL is part of an allow-list or unblocked by a firewall.   If this is not possible to rectify, configure your Inventory Agent to ignore Certificate Revocation utilising the [Registry]\ManageSoft\Common\ CheckCertificateRevocation = False And CheckServerCertificate = False Settings within the Windows Registry or config.ini file for our Inventory Agent - depending on whether you're utilising a Windows or UNIX-based agent respectively. ... View more

Symptoms: On the All Licenses page or License Properties, our Purchased Entitlements are either 0 or do not match the Microsoft 365 summary of our total purchased License Entitlements. Diagnosis: 1. On the Application Server/Beacon device running our connection, take a copy of the ProgramData\Flexera Software\Compliance\ImportProcedures\Reader\Microsoft 365\Logic.ps1 file 2. Move this to another location - for example Documents - this is to ensure this copied Logic.ps1 is not overwritten by the Application Server or Cloud 3. In the copied Logic.ps1 file (in Documents), locate the: @{N='EntitlementCount';E={$_.prepaidUnits.Enabled}}   line, and remove .Enabled there - you should have: @{N='EntitlementCount';E={$_.prepaidUnits}} Instead     4. Open a Windows Powershell Administrator window - you can do this from the File > Open Windows Powershell > As Administrator button on the top-left of the File Explorer for this location 5. Enter the following into our Windows Powershell prompt: . .\Logic.ps1 $authendpoint = "https://login.microsoftonline.com/common/oauth2/v2.0/authorize" $tokenendpoint = "https://login.microsoftonline.com/common/oauth2/v2.0/token" $redirecturl = "https://login.microsoftonline.com/common/oauth2/nativeclient" $clientID = "5bb1a5a2-0d97-4335-9448-119f7b27aff9" $token = Get-RefreshToken -AuthorizationEndpoint $authendpoint -TokenEndpoint $tokenendpoint -ClientID $clientID -RedirectUrl $redirecturl Write-Output $token | Ft -autosize | out-string -width 4096 > log.txt   6. This should output an Access Token for Microsoft 365 to a text file in the same location for our reference - open the text file and replace 'string from text file' in the next command with our token . .\Logic.ps1 $authendpoint = "https://login.microsoftonline.com/common/oauth2/v2.0/authorize" $tokenendpoint = "https://login.microsoftonline.com/common/oauth2/v2.0/token" $redirecturl = "https://login.microsoftonline.com/common/oauth2/nativeclient" $clientID = "5bb1a5a2-0d97-4335-9448-119f7b27aff9" $securetoken = ConvertTo-SecureString "string from text file" -AsPlainText -Force Get-O365Licenses -AuthorizationEndpoint $authendpoint -TokenEndpoint $TokenEndpoint -RedirectUrl $redirecturl -RefreshToken $securetoken -ClientID $clientID > output.txt ============================================================================================   7. This should then run the Get-O365Licenses method from the Logic.ps1 file and send the output to an output.txt file Solution: In Microsoft 365, our License units can have three states: Enabled - all is well; user access is unrestricted Warning - user access is unrestricted, however, the subscription is expired -- this lasts for a thirty-day grace period Suspended - Once the grace period is over, the user is not able to access any Microsoft 365 content - admins cannot assign licenses, but can access data - this can be reactivated by the global admin -- this lasts for another ninety days Following this, the entitlement is deleted; this is no longer able to be restored or reactivated, and data begins to be deleted Essentially, the only status where we are consuming from purchased, active entitlements is Enabled status. When we're in warning status, our entitlement is already expired and is not therefore counted as a Purchased Entitlement in our License Summary. Confirm against our Powershell output for the relevant License(s) here; the total of the Enabled, Suspended and Warning status Entitlements should add up to our Microsoft 365 Portal value.   If we have 0 enabled entitlements, due to all our entitlements being in suspended or warning status, that would explain our returned value of 0 in FNMS. ... View more

Symptoms: When we attempt to navigate to pages in the Web UI directly - entering the URL manually into the address bar, for example: <FNMS URL>/Suite/datainputs We see a red bar Unexpected Error thrown, and are not able to access the Data Inputs page.   Diagnosis: In our WebUI.log (ProgramData\Flexera Software\Compliance\Logging\WebUI\webui.log ), we see the following: "An unexpected error occurred (the error ID from our Unexpected Error page) System.Collections.Generic.KeyNotFoundException: Could not find controller 'datainputs'" The error ID should match our 'We have a problem' page here, and occur each time we attempt to follow this URL - note the timestamp within our WebUI.log [ERROR Timestamp 6437ms UnhandledErrors ] An unexpected error occurred (Error ID) System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.Collections.Generic.KeyNotFoundException: Could not find controller 'datainputs' at Flexera.Web.Core.AccessRightHelper.GetActionAccessRights(String actionName, String controllerName, Boolean isHttpGet) at Flexera.Web.Core.AccessRightHelper.HasModifyAccessToAction(String actionName, String controllerName, Object model, Boolean isHttpGet) at Flexera.Web.Core.Display.WebViewBase`2.get_IsReadOnly() at Flexera.Web.Core.Models.DynamicModelMetadataProvider.AugmentModelMetadata(ModelMetadata metadata, Object model, IWebView view) at Flexera.Web.Core.Models.DynamicModelMetadataProvider.GetMetadataForProperties(Object model, Type modelType) at System.Web.Mvc.ModelMetadata.get_Properties() at System.Web.Mvc.ModelMetadata.FromStringExpression(String expression, ViewDataDictionary viewData, ModelMetadataProvider metadataProvider) at DevExpress.Web.Mvc.Internal.ExtensionsHelper.GetMetadataByEditorName(String name, ViewDataDictionary viewData) at DevExpress.Web.Mvc.ExtensionBase..ctor(SettingsBase settings, ViewContext viewContext, ModelMetadata metadata, Action`1 onBeforeCreateControl) at DevExpress.Web.Mvc.PageControlExtension..ctor(PageControlSettings settings, ViewContext viewContext) --- End of inner exception stack trace --- at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor) at System.Reflection.RuntimeConstructorInfo.Invoke(BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture) at System.RuntimeType.CreateInstanceImpl(BindingFlags bindingAttr, Binder binder, Object[] args, CultureInfo culture, Object[] activationAttributes, StackCrawlMark& stackMark) at System.Activator.CreateInstance(Type type, BindingFlags bindingAttr, Binder binder, Object[] args, CultureInfo culture, Object[] activationAttributes) at System.Activator.CreateInstance(Type type, Object[] args) at DevExpress.Web.Mvc.UI.ExtensionsFactory.CreateExtension(Type type, SettingsBase settings, ViewContext viewContext) at DevExpress.Web.Mvc.UI.ExtensionsFactory.CreateExtension[T,T1](Action`1 method) at Flexera.Web.Core.Display.UiHelper_Tabs.RenderTabsInternal[TModel](UiHelper`1 ui, TabPosition tabPosition, ContentSectionBuilder`1 tabBuilder) at ASP._Page_Views_dataInputs_Index_cshtml.Execute() in c:\Program Files (x86)\Flexera Software\FlexNet Manager Platform\WebUI\Views\DataInputs\Index.cshtml:line 28 at System.Web.WebPages.WebPageBase.ExecutePageHierarchy() at System.Web.Mvc.WebViewPage.ExecutePageHierarchy() at Flexera.Web.Core.Display.WebViewBase`2.ExecutePageHierarchy() at System.Web.WebPages.StartPage.ExecutePageHierarchy() at System.Web.WebPages.WebPageBase.ExecutePageHierarchy(WebPageContext pageContext, TextWriter writer, WebPageRenderingBase startPage) at System.Web.Mvc.ViewResultBase.ExecuteResult(ControllerContext context) at System.Web.Mvc.ControllerActionInvoker.<>c__DisplayClass1a.<InvokeActionResultWithFilters>b__17() at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.ControllerActionInvoker.InvokeActionResultFilter(IResultFilter filter, ResultExecutingContext preContext, Func`1 continuation) at System.Web.Mvc.Async.AsyncControllerActionInvoker.<>c__DisplayClass25.<BeginInvokeAction>b__22(IAsyncResult asyncResult)   Solution: The URLs for the FNMS Web UI are case-sensitive. While a 'DataInputs' controller exists, a 'dataInputs' controller does not. Ensure that, if you are copying links from the FNMS web UI, your character case matches the URL generated by following the Data Inputs button within the Web UI's Settings button, for example. For our example, note that the controller is 'DataInputs' (#Index_InventoryData isn't required to navigate directly to the page here) ... View more

Symptoms: In the 'Publishers at Risk' Summary, we note a Publisher which doesn't appear to be linked to any of our Licenses.   Diagnosis: If we search the 'All Licenses' view, we note no Licenses for this Publisher When we select this Publisher on the 'Publishers at Risk' summary, no associated Products are found on the Product Summary beneath - despite the number of returned records reporting as 1.   If we remove the 'At Risk' filter on the Publishers Summary, we find a product associated with this Publisher Despite this, no Licenses are reported with this product as Primary Application Solution: If an application has been linked to a License of a different Publisher, our issue occurs - the application Publisher and License Publisher will be flagged as Publishers At Risk Un-link the application from the other Publisher from our License   This may have occurred due to an ARL update, or potentially due to a user manually linking this Application to this License. To rule out this being a user-created issue, you should note an 'Application Linked' message in the Application or License Properties' History tab, along with the user responsible, if this was manually changed. If not, raise a Support Case with the Flexera team to confirm with the Content Team that this link is correct. ... View more

Symptoms: .gz file upload is failing for Beacon-generated compressed files. Bstat.gz and actdir.gz files (reporting Beacon Status and Active Directory inventory respectively) are generated on the Beacon, but do not leave Incoming\BeaconStatus and Incoming\ActiveDirectory   In the %TEMP%\Managesoft\Uploader.log for the account performing our upload, we note: Uploading file 'x.actdir.gz' to '<Parent Beacon or Application Server URL>/ManageSoftRL/ActiveDirectory' WARNING : Could not lock local file Diagnosis: Open the Windows Task Scheduler on your impacted Inventory Beacon In the Task Scheduler, navigate to Task Scheduler Library > Flexera Inventory Beacon Select the 'Upload Flexera logs and inventories' task   When the actdir/bstat files are generated, they are first placed into C:\Windows\Temp, and compressed in this location Therefore, the compressed file may inherit C:\Windows\Temp's permissions - leading to issues when the Service Account (potentially without C:\Windows\Temp access) attempts to upload a file. Solution: Ensure that the user account specified under 'use the following user account' has Full Control permissions to C:\Windows\Temp ... View more

Symptoms: In the ComplianceReader or System Tasks logging, we note error messages being thrown by our Microsoft 365 / Office 365 (Deprecated) / Microsoft Azure / Amazon Web Services / Salesforce Adapter - this always fails at a particular stage, mentioned in our System Tasks or Compliance Reader logs as 'Failed to execute reader x' Diagnosis: Validate that the Pre-Requisites for Powershell inventory gathering are in order - there are additional requirements for the individual Powershell Adapter components, as outlined within the 'System Requirements and Compatibility ' > 'Pre-Requisite Software' section of the docs.flexera.com page for your FlexNet Manager Suite version Within the importer.log in your ProgramData\Flexera Software\Compliance\Logging\ComplianceReader folder, or accessible from the Download Logs button of your System Tasks page, you should note the name of the stage your Powershell Adapter is failing on, for example: "Failed to execute Reader 'Get Azure VM Instances' from file C:\ProgramData\Flexera Software\Compliance\ImportProcedures\Inventory\Reader\microsoft azure\Instance.xml" The Reader 'Get Azure VM Instances' corresponds to a Method within our Powershell Adapter's logic.ps1 file - located with our instance.xml in Reader\Microsoft Azure\ If we open our instance.xml, we can see the 'Get Azure VM Instances' Reader stage corresponds to Invoke-GetAzureInstanceData : <Reader xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xsi:type="SourceToObject" Name="Get Azure VM Instances" Order="110" Retries="1" Language="PowerShell" Method="Invoke-GetAzureInstanceData" Having identified which method is being run here, we can run the AzureRm (The Azure Resource Manager Module,  which the Azure Powershell Adapter utilises) commands this method calls from an Administrator Powershell Command Prompt - for the GetAzureInstanceData stage for example: Connect-AzureRmAccount -Credential <credential> -TenantID <tenantid> -ServicePrincipal -Scope 0 -ErrorAction Stop This should confirm that your current Powershell session has connected with the relevant Azure Account using the specified tenant, application and secret <Credential> is a System.Management.Automation.PSCredential object, which should be supplied with our application ID (supplied as a string) and secret key - specified as a securestring - these should both be established within the Beacon UI for this connection <TenantID> is the Tenant ID, supplied as a string, and again should be established within the Beacon UI when this connection was initially configured -ServicePrincipal switch should establish we're connecting with a ServicePrincipal account Scope 0 establishes that only this Powershell session should use the AzureRM account connection we're testing with ErrorAction establishes whether we should attempt to continue to connect when confronted with an error For more details on this function in particular, note the Microsoft documentation - https://docs.microsoft.com/en-us/powershell/module/azurerm.profile/connect-azurermaccount?view=azurermps-6.13.0 Get-AzureRmSubscription Once a connection is established, this should allow us to output all associated subscriptions our Service Principal Account may access For more details on this function in particular, note the Microsoft documentation - https://docs.microsoft.com/en-us/powershell/module/azurerm.profile/get-azurermsubscription?view=azurermps-6.13.0 Get-AzureRmVmSize -Location <A specified Azure Location, e.g. US Central> This should output all available Azure VM sizes for the specified location The Location itself may be fed into the command as a String - e.g. 'Central US' For more details on this function in particular, note the Microsoft documentation - https://docs.microsoft.com/en-us/powershell/module/azurerm.compute/get-azurermvmsize?view=azurermps-6.13.0 Get-AzureRmLocation Utilised in the Logic as Get-AzureRmLocation  | Where-Object {$_.providers -contains "Microsoft.Compute"} This outputs all Locations that contain the relevant Microsoft.Compute resource provider For more details on this function in particular, note the Microsoft documentation - https://docs.microsoft.com/en-us/powershell/module/azurerm.resources/get-azurermlocation?view=azurermps-6.13.0 Manually running these functions may be used to ascertain whether all permissions for service principal accounts are in order, for example. This can also be used to confirm if there's any network firewalls, etc, blocking particular functions of the Reader. ... View more

Symptoms: Our PO Upload process is failing! We can successfully upload from the Web UI (Presented by our Web Application/Application Server), but these don't appear in the System Tasks page and are not imported into the Web UI or database. Diagnosis: Ensure that the Data Import Directory on both the Batch Processing Server and Web Application Server are valid. On the Batch Processing Server, this should refer to a location on the device. On the Web Application Server, this should refer to a file-share mapped to the same location on the Batch Processing Server. This is specified within the Registry, as follows: [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageSoft Corp\ManageSoft\Compliance\CurrentVersion] - DataImportDirectory value Ensure your Service Account has read/write access to this location from both devices - the Web Application Server and the Batch Processing Server itself. This is most easily established from right-clicking within this location in Windows Explorer, then navigating to Properties > Security > Advanced > Effective Access, selecting a user or relevant Security Group, then choosing 'view effective access' If these locations are valid and accessible, confirm whether, when PO Upload is attempted, the uploaded data appears within the DataImportDirectory location - a data CSV file should be generated, regardless as to whether incoming data is .XLS or .CSV format Ensure that communication to the Microsoft Message Queuing (MSMQ) Queue is possible between the Web Application Server and the Batch Processing Server When a PO data upload task occurs, the fnmsbatchprocessincoming messaging queue should receive a message to upload this PO data - On the Batch Processing Server, in Computer Management, navigate to Services and Applications > Message Queuing > Private Queues > FNMSBatchProcessIncoming This message is then processed into a Task for the Batch Processor, and should be recorded within the BatchProcessScheduler logging on our Batch Processing Server - ProgramData\Flexera Software\Compliance\Logging\BatchProcessScheduler\BatchProcessScheduler.log If there's no incoming tasks being recorded within the BatchProcessScheduler, test whether MSMQ communication is possible for the relevant service account On the Batch Processing Server, pause the Batch Process Scheduler Windows Service Next, on the Web Application Server in an Administrator Powershell Command Prompt as our service account, run : Send-MsmqQueue -Name "FormatName:DIRECT=OS:<batch processor server> \private$\fnmsBatchProcessIncoming" -Body "testmessage" In our fnmsbatchprocessincoming queue on the Batch Processing Server, do we note our incoming message with body 'testmessage' ? If we don't note incoming MSMQ traffic, ensure the necessary ports for MSMQ Communication are open bidirectionally for your version of MSMQ, note Microsoft's documentation here: https://support.microsoft.com/en-us/help/178517/tcp-ports-udp-ports-and-rpc-ports-that-are-used-by-message-queuing This can be easily tested via telnet - telnet <devicename> <port> - from the Command Prompt on both the Batch Processing Server and Web Application Server - if there's connection failed from Batch Processing Server to Web Application Server or vice versa, this suggests blocked traffic in that direction This could also be identified using netstat -a from a Command Prompt, which should return all ports currently listening for incoming communication From the BatchProcessScheduler, we should then note the Task being processed within BatchProcessor - tasks are uptaken from the BatchProcessScheduler, and a success-code returned to it: ProgramData\Flexera Software\Compliance\Logging\BatchprocessScheduler\BatchProcessor.log The BatchProcessScheduler and BatchProcessor logs should refer to a Task GUID here - it's then possible to confirm the status of this task in the BatchProcessExecution database table as follows: SELECT * FROM BatchProcessExecution WHERE GUID LIKE '%The GUID reported in the BatchProcess and Scheduler logs%' ... View more

Symptoms: On the Inventory Beacon UI, when trying to create a new Powershell Connection (e.g. O365, AWS, Salesforce), we see the following error message being thrown: System.Exception: PowerShell connection exception, possible reasons include malformed config file. at ManageSoft.Compliance.Beacon.Controls.DialogSavePowerShellConnection.connectionTypeComboBox_SelectedIndexChanged(Object sender, EventArgs e) at DevExpress.XtraEditors.Repository.RepositoryItemComboBox.RaiseSelectedIndexChanged(EventArgs e) at DevExpress.XtraEditors.ComboBoxEdit.UpdatePopupEditValueIndex(Int32 prevIndex) at DevExpress.XtraEditors.ComboBoxEdit.set_EditValue(Object value) at DevExpress.XtraEditors.PopupBaseEdit.AcceptPopupValue(Object val) at DevExpress.XtraEditors.PopupBaseEdit.UpdateEditValueOnClose(PopupCloseMode closeMode, Boolean acceptValue, Object newValue, Object oldValue) at DevExpress.XtraEditors.PopupBaseEdit.DoClosePopup(PopupCloseMode closeMode)   Solution: This can be remedied by installing the English (United States) language on the impacted device. In the past, this has been discovered on Beacons with only non-US English languages installed. Due to the lack of the English (United States) Language being installed, issues occur reading our reader_v3.config file associated with this Connection.   To add additional language packs to Windows Server, note the following Microsoft Doc: https://docs.microsoft.com/en-us/windows-hardware/manufacture/desktop/add-language-packs-to-windows ... View more

Symptoms: Our SCCM import task is constantly timing out. On our System Tasks page, we can see the SCCM inventory import task remains 'In progress' until timing out. Expanding the + icon to expose the sub-tasks, we can see the Gathering inventory data and Uploading to Application Server stages are both flagged as Completed.   Despite this, the 'Import into staging'  remains in 'Pending' status for some time prior to entering Timed Out status after 12-24 hours. Diagnosis: This may have been caused by the SCCM connection being mistakenly set to Test Mode. This would generate the Intermediate Data file within the IntermediateData location, and may upload due to the overnight catch-up process for stalled intermediate data uploads, but this would not be imported into the Staging DB - hence the task timeout.   For On-Premises customers, on the FNMSCompliance or FNMP database's ComplianceConnection table run: SELECT * FROM ComplianceConnection Identify your impacted SCCM Connection, and ensure the TestConnection column is set to 0. (Please query with the Support Team if this is something you'd appreciate being run on the Cloud Database) Solution: On the Inventory Beacon, ensure that, when our connection is Edited, the 'Connection is in test mode (do not import results) is not checked.   ... View more